Responsable Service SAV - Support F/H

When you recall the best Call Centre experience you ever had you cant help but think How would I have done it even better Putting smiles on peoples faces even over the phone is just what you do. For you its all about coaching a team to deliver results and the satisfaction of resolving service challenges with innovative solutions. were a team of passionate people who care deeply about helping others succeed. This means less time managing logistics and more time focused on providing straightforward honest service and smart financial solutions that support our clients in reaching lifes biggest milestones.
As a wholly owned subsidiary of AMA we share a proud legacy of service and a commitment to doing the right thing for our customers our communities and each other. Competitive salary and flexible benefits
Employer-paid retirement savings program
Employee-exclusive discounts on travel insurance memberships and more
Free travel medical insurance for you and your immediate family
Flexible work models that make sense for your lifestyle

Youre a champion of customer experience. Report to the Director Service and Operations.
Ensure exceptional service delivery in a Contact Centre environment.
Lead the Customer Service and Direct Sales team to deliver high-quality timely products and services in accordance with Bridgewaters goals and objectives.
Communicate performance expectations and hold employees accountable for results.
Coach employees to succeed in their roles including recruitment and training of new employees.
Support Bridgewater Bank as a telephony expert and act as a liaison to AMA Telephony.
Prepare and enact when necessary a BPC plan for CEC and Direct Sales.
Administer the Banks call recording program and escalation platform (ECHO) while providing employees with support in both system usage and escalation handling.
Help identify customer-related issues and develop positive customer options.
Act as the primary point of contact for the Banks four-step escalation process at Level 2 and support ombudsman at Level 3.
Ensure an optimal renewal process for our mortgage and direct deposits customers.
Manage headcount for CES Direct Sales and Admin Reception according to staffing budget.
Ensure collection of all fees by the CEC and Direct Sales team.
Assist existing customers in changing their mortgage when facing life events and home changes to ensure continued revenue for the Bank.

You have post-secondary education in a relevant field such as commerce business management or finance or the equivalent combination of education and experience.
You have at least 10 years experience supervising successful teams in a fast-paced customer service and sales environment.
You get Brownie points if you have advanced understanding of financial performance metrics and experience working in the financial services industry.
Youre proficient with such software programs as Microsoft Office Pro (especially Excel) Outlook Visio Wealthview and Contact Centre software (recording scheduling and reporting programs).
Youre no newbie in a Contact Centre. Your CV includes experience working with telephony applications and multi-channel service delivery.
You have experience with queue management and design.
Youre fluent in conflict management and have a demonstrated knack for resolving escalated customer issues.

Well work with you feel supported throughout your journey with us.

• In-Office